D13741 TANDBERG Management Suite 12 6 Admin Guide

TMS 12.6 Administrator guide

D13741 11

May 2010

Table of Contents Introduction ......................................................................................................................... 4

Zones ................................................................................................................................... 5

ISDN Zones ............................................................................................................................................. 5 Area Code Rules .............................................................................................................................. 6

IP Zones .................................................................................................................................................. 7 Gateway Resource Pool ................................................................................................................... 7

Adding Systems .................................................................................................................. 9

Automatic system discovery .................................................................................................................... 9 Add Systems ........................................................................................................................................... 9

Feedback from TMS when adding systems, rooms and equipment .............................................. 10 Adding a TANDBERG Content Server ........................................................................................... 10

How pre-registration works .................................................................................................................... 11 Configuring the DHCP server ......................................................................................................... 11

Persistent settings ................................................................................................................................. 11 Swap a system in TMS .......................................................................................................................... 12

Replace system function ................................................................................................................ 12 System tracked by IP address........................................................................................................ 12 System tracked by Host Name ....................................................................................................... 13 System tracked by MAC address ................................................................................................... 13

Support for remote systems ..............................................................................................14

How the communication works .............................................................................................................. 14 Reachable on public Internet.......................................................................................................... 14 Behind firewall ................................................................................................................................ 14 Plugging in at remote location ........................................................................................................ 14

Adding a remote system to TMS ........................................................................................................... 15 A system already added to TMS .................................................................................................... 15 A system not added to TMS ........................................................................................................... 15 Setting an endpoint in public .......................................................................................................... 15

Booking .................................................................................................................................................. 16 Phonebooks ........................................................................................................................................... 16 Software upgrade .................................................................................................................................. 16 Statistics and monitoring ....................................................................................................................... 16 TMS configuration ................................................................................................................................. 16

User permissions ...............................................................................................................18

User Administration ............................................................................................................................... 18 User Information and preferences .................................................................................................. 18

Limiting access to TMS / Locking out a set of users ............................................................................. 19 Groups ................................................................................................................................................... 20

Access to different parts of TMS .................................................................................................... 20 Users ..................................................................................................................................................... 20 Default Groups ...................................................................................................................................... 21 Default System Access .......................................................................................................................... 21

TANDBERG Management Suite - Administrator Guide

© 2009 TANDBERG of 34

Phone Books ......................................................................................................................22

Local Directory ....................................................................................................................................... 22 Global Directory ..................................................................................................................................... 22 Corporate Directory ............................................................................................................................... 22 Setting phone books on systems .......................................................................................................... 22

TMS features .......................................................................................................................24

Operator conferences ............................................................................................................................ 24 Operator conference features: ....................................................................................................... 24 How to set up an operator conference ........................................................................................... 24

Provisioning Directory ............................................................................................................................ 25

Troubleshooting the TMS components ............................................................................26

Phonebook (Corporate Directory) errors ............................................................................................... 26 TMSDatabaseScannerService .............................................................................................................. 26

Symptoms....................................................................................................................................... 27 How to fix ........................................................................................................................................ 27

TMSLiveService .................................................................................................................................... 27 Symptoms....................................................................................................................................... 27 How to fix ........................................................................................................................................ 27

TMSPLCMDirectoryService................................................................................................................... 27 Symptoms....................................................................................................................................... 27 How to fix ........................................................................................................................................ 27

TMSSchedulerService ........................................................................................................................... 28 Symptoms....................................................................................................................................... 28 How to fix ........................................................................................................................................ 28

TMSSnmpService (Formerly TMSWatchdogServiceStarter.exe) ......................................................... 28 Symptoms....................................................................................................................................... 29 How to fix ........................................................................................................................................ 29

TMSServerDiagnosticsService .............................................................................................................. 29 Symptoms....................................................................................................................................... 29 How to fix ........................................................................................................................................ 29

TMS Database Management Service (optional) ................................................................................... 29 Symptoms....................................................................................................................................... 29 How to fix ........................................................................................................................................ 30

TMSAgentService .................................................................................................................................. 30 Symptoms....................................................................................................................................... 30 How to fix ........................................................................................................................................ 30

The Web server ..................................................................................................................................... 30 Symptoms....................................................................................................................................... 31 How to fix ........................................................................................................................................ 31

Java Applet – Monitoring ....................................................................................................................... 32 What it does.................................................................................................................................... 32 Symptoms....................................................................................................................................... 32 How to fix ........................................................................................................................................ 32

The database ......................................................................................................................................... 33 Symptoms....................................................................................................................................... 33 How to fix ........................................................................................................................................ 33

Disclaimers and notices ....................................................................................................34



Introduction This document describes the conceptual parts of TANDBERG Management Server (TMS) that are not covered by the TMS Online Help. For information about how to install and upgrade TMS, refer to the TANDBERG Management Suite Installation and Getting Started Guide found on the TMS CD and on http://www.tandberg.com/support/documentation.php. For information about the level of support for the different devices in TMS, see the TANDBERG Management Suite Product Support on http://www.tandberg.com/support/documentation.php For information about configuration of the different booking APIs (Microsoft Exchange, Lotus Domino and the 3rd Party Booking API), see the appropriate documentation found on the TMS CD and on http://www.tandberg.com/support/documentation.php. For information on how to install and use TANDBERG See&Share, see the See&Share Admin and User Guides found on the TMS CD or the tandberg.com website.

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Zones The point of having Zones is to enable TMS to dial the correct numbers when dialing on ISDN between countries and area codes within the same country, picking which systems should use IP and which should use ISDN between them, and insert the correct prefixes for IP systems when using an ISDN gateway. Systems in the same IP zone will always connect on IP as default when they are booked via TMS. If you always want to use ISDN between systems in a location, they should therefore not be part of an IP zone. Also, systems that will never connect on ISDN (except through a gateway) should not be part of an ISDN zone.

ISDN Zones To set up an ISDN zone, go to Administrative Tools > Locations > ISDN Zones, click New and fill in the following fields:

ISDN Zone Name Specify the name of the ISDN zone.

Country/Region Choose the country this zone is situated in. This will let TMS choose the correct country code and correct international dialing prefixes.

Area Code Specify the area code this zone is situated in. This will let TMS choose the correct area code rules

To access an outside line for local calls, dial

Insert the prefix needed to gain an outside line in this ISDN zone

To access an outside line for long distance calls, dial

Insert the prefix needed to gain an outside line for long distance calls in this ISDN zone.

Note: If you use the same prefix to gain an outside line for both local and long distance calls you should put the same prefix here as you put in the previous field.

Number of digits to use for internal ISDN calls

This specifies the number of digits used for internal dialing within this zone. The leading digits will be stripped from the number when dialing between systems in this ISDN zone.

Note: If TMS is generating the wrong numbers to dial when dialing local, domestic or international calls, you should have a look at the ISDN zone settings and the phone number set on the system.

Example:

A Swedish phone number in Stockholm would have a number layout like this: Country code (+46); Area code (08); local number (12345678) • If dialing this number from within Stockholm they would only dial the local number: 12345678 • If dialing from Gothenburg (within the country, but outside the area code) they would dial: 08

12345678 • If dialing from outside Sweden they would dial: +46 8 12345678



As you see the 0 in front of 8 (in the area code) would have to be removed when dialing this number from outside the country. This is therefore not looked upon as part of the area code, but rather a prefix to dial between area codes. The systems should only be configured with the local ISDN number: 12345678, but with the correct area and country code in the ISDN Zone. If the system was wrongly configured with the local number and the area code, TMS would wrongly configure the following as the international number for the system: +46 8 0812345678 In the ISDN Zone the area code should be stored as just 8, since TMS will add a 0 in front of it when dialing between Swedish area codes, and add +46 when dialing from outside Sweden. There are some exceptions to these rules, but TMS is aware of these exceptions. • Some countries like Norway do not use area codes; the area code field in the ISDN zones in these

countries should therefore be left empty. An example of a valid number is +47 12345678. • Some other countries like Italy include the leading zero in the area code even when being dialed

into from outside the country. This means that the area codes in the Italian ISDN zones should include the leading zero. An example of a valid number is +39 02 12345678.

• Other countries again such as Switzerland include the area code with the leading zero when dialing within an area code and when dialing within the country, but remove the leading zero when being dialed into from outside the country. TMS knows this, so the area code for ISDN zones in Switzerland should only include the area code without the leading zero. For example: +41 33 1234567 and 033 1234567.

Area Code Rules Area code rules are typically used in the US to set up 10-digit dialing and area code overlays. Area code rules determine how ISDN numbers are dialed from one area code (the area code set for the location) to other area codes. To add or edit an area code rule for a location, click Area Code Rules inside the ISDN zone. After clicking the link, a page with an overview of all area code rules for the ISDN zone is displayed. New rules can be added to the location from this page by clicking New Rule. You can edit old rules for the location by clicking the Edit links to the right of every rule. To delete a rule, select it and click Delete.

Note: In a US phone number, for example +1 (123) 456-7890, the area code consists of the digits in brackets (123), and the prefix consists of the digits 456 (in this example).

Create a new dialing code for the selected location by clicking New Rule. When adding a new rule for a location, fill in the fields as described below.

When dialing from this area code to the following area code (Field 1)

This field, combined with the prefix field explained below, decides the area code that this rule applies to. It may be set to be the same area code used for the location.

With the following prefixes (Field 2) The rule will only apply to the calls made to the area code in Field 1, with the prefixes listed here. If this field is left empty, the rule will apply for all calls made to the area code in Field 1.



Include Area Code If checked, the area code in Field 1 will be included in the call. If unchecked, the area code will not be included in the call. For the US, select this check box to enable 10-digit dialing.

Before dialing, also dial If the rule applies, as stated in Field 1 and Field 2, the digit(s) in this field will be dialed first when making a call. In most cases this field will be empty.

Click Save when you are done defining your new area code for this ISDN zone.

Note: When an Area Code rule is used, prefixes from the ISDN zone are still used, but domestic dialing behaviors (such as inserting a 1) are ignored by TMS.

IP Zones To set up an IP Zone: 1. Go to Administrative Tools > Locations > IP Zones. 2. Click New. 3. Fill in the fields described below.

Field Description

IP Zone Name Specify the name of the IP zone

Gateway Resource Pool ISDN Zone: By moving IP zones between the two lists at the bottom of an IP zone, you can specify which IP zones should be dialed using IP, and which IP zones should be dialed using ISDN. When setting up a conference with participants in different IP zones, TMS will try to include a MCU from the IP zone where the majority of the participants are situated. In the Gateway Resource Pool settings you specify which prefixes to dial in order to use a gateway. The ISDN Zone dropdown allows you to specify which ISDN Zone’s dialing rules should apply to the gateway you want to use. The reason you specify the prefix rather than the gateway directly, is that this allows for more flexibility in TMS. It means that you can use load-balanced gateways, and even gateways not supported by TMS.

Note: This setting must be specified in order for the Gateway Resource Pool to work.

Field Description

URI Domain Name: Add which domain name TMS should use for routing H323 calls to this IP-zone when doing URI dialing.

Note: TMS will always use URI dialing between two locations where this setting is filled in, thereby ignoring the IP/ISDN preferences defined at the bottom of this page.

Gateway Auto Prefix: Specify the prefix to use to get an outside ISDN line through the



Field Description

gateway for video calls.

Gateway Telephone Prefix: Specify the prefix to use to get an outside ISDN line through the gateway for telephone calls.

Gateway 3G Prefix: Specify the prefix to use to get an outside 3G line through the 3G gateway for 3G calls.

Dial-in ISDN Number: Specify the TSC4 number that will be used for dialing into endpoints through a gateway. TMS will automatically generate the entire number for a call containing the gateway’s TSC4 number followed by the star and the endpoint’s E164 alias.

Dial-in ISDN Number for 3G:

Specify the TSC4 number that will be used for dialing into endpoints or MCUs through a 3G gateway. TMS will automatically generate the entire number for a call containing the gateway’s TSC4 number followed by the star and the endpoint’s E164 alias.

Allow IP-ISDN-IP: Check this option to allow TMS to schedule calls from an IP only endpoint out through an IP-ISDN gateway to an IP only endpoint in via an ISDN-IP gateway. The set-up time for this type of calls can be close to a minute.

Prefer IP calls to specific IP zones:

Systems in the same IP zone will always prefer to dial each other on IP. This will be the preferred call option when booking via TMS booking and the only option when using a different booking interface like Outlook, Lotus Notes, Microsoft Office Communicator, Lotus Sametime or TANDBERG Scheduler. The systems in the same IP zone will be dialed on E164 alias if all systems in the conference are registered to one gatekeeper or different neighboring gatekeepers. Participants that are not reachable through a gatekeeper will be dialed to (or from) with IP-addresses.



Adding Systems Systems in TMS include Endpoints, Gateways, Gatekeepers, MCUs, Equipment and Rooms. Every system can be represented in multiple folders, but these representations will all have the same entry in the database – which means that changes done to the system will be reflected in all of its representations.

Automatic system discovery From TMS 11.5 a new feature called Automatic system discovery was added. This feature can be turned on during installation or after installation by going to Administrative Tools > Configuration > Network Settings. When this feature is enabled, TMS will scan the network for systems. If a system not yet known to TMS responds, this system will automatically be added to a default folder and given a default template. This template will include an IP Zone and a TMS Phonebook containing all the endpoints in TMS. The folder and template can be changed under Administrative Tools > Configuration > Network Settings.

Add Systems To add systems, go to Systems > Navigator > select folder to add system to > click Add System. This page contains four different tabs where you can add systems to the selected folder in TMS. Each of them allows different ways of adding systems and rooms/equipment:

Add Systems tab

On this page you can either enter a start IP address and an end IP address for a range of systems to be added, or you can enter a comma-separated list of IP addresses and host addresses for those systems you want to add to the TMS. The following example will add two systems, one by DNS name and one by IP address, and scan ten systems in a range: “user.tms.int, 10.0.0.1, 10.1.1.0 - 10.1.1.10” This page is also where you specify the correct locations for the systems and the time zone. In the Advanced Setting pane you can: • Enter Username, Password and/or an Admin Password if the systems require it in order to be

added. • Select a template to be set as persistent settings on the systems. • Set Discovery Options. For example which SNMP names to use when searching for systems

and if you want to search for non-SNMP systems and whether or not to add discovered systems although they are not supported by TMS (for example PC’s and network infrastructure devices). The list of SNMP community names is pulled from Administrative Tools > Configuration > Network Settings > SNMP Community Names. If you know the community names of the system you want to add, you may edit this field to speed up the adding process. Any changes here will NOT affect the settings under Administrative Tools.

• The Usage Type field specifies the usage of the system that is added. The options are: Meeting Room, Personal Home System, Personal Office System or a Roll About system.

From List tab

On this page you can add systems that have already been added to TMS but are not already in the current folder or have been automatically discovered by the TMS Network Scanner. • To select the systems you want to add to the folder, select the check box to the left of the

systems. • Specify the locations and the time zone you want the systems to have in the Enter Location

Settings pane. • For systems that require authentication data, this is entered in the Advanced pane.



Pre Register Systems tab

If you are planning to deploy a large number of endpoints, pre-registering them allows TMS to configure the systems the first time they come online. When you pre-register, you must supply a name for the system and an identifier. You must first select what to use as primary identifier; MAC address, IP or Serial Number for the systems.

Note: Currently only the TANDBERG MXP series and Polycom HDX support using serial number as the identifier. TANDBERG recommends using MAC address as the unique identifier for systems.

• If you want a list of settings to be applied to the system when it comes online, you can select a pre-created template from the list in the Set templates pane. This template can be modified at any time using the template pages. A persistent template for the system can also be preconfigured here, together with the option of setting persistent E164 Alias, H323Id, SIP URI and the endpoint name. The templates and persistent settings require that the system supports templates in TMS.

• Specify the locations and the time zone you want the systems to have in the Enter Location Settings pane.

To learn more, see How pre-registration works.

Add Rooms/Equipment tab

Here you choose whether you want to enter a room or a type of equipment. Start by entering the name of the room or equipment you want to add to the TMS. If you select to add a room, you can specify more settings in the advanced area. In the advanced area you may enter information about IP, ISDN, Gatekeeper, SIP and location settings.

Feedback from TMS when adding systems, rooms and equipment When adding systems and rooms/equipment, TMS will analyze the systems configurations using the ticketing service to ensure that when a system is added its settings are verified. If TMS finds any faulty configurations, it will present the system in the table with the header saying “NOTE: Systems Discovered with Incorrect Settings, Not Yet Added to Folder:”, with a description in the table row saying what is wrong. You may change/correct the settings by clicking Edit in the table row where the system is presented. Change the settings for the system in the pop-up window. Have the user guides for the systems available. If there are no incorrect system settings, the system will be added to the folder and will be shown in the table saying “Systems Discovered and Successfully Added to Folder:” If the system is already added to the folder, you will get a message saying that it already is in the folder. The system will be added to the table saying “Systems Discovered and Successfully Added to Folder:” If the system couldn’t be added because the SNMP Community Name is not added to the list in TMS, or TMS couldn’t get in contact with the system or the system is of a type that TMS does not support, it will be added to the table saying “NOTE: Systems That Could Not Be Added:”.

Adding a TANDBERG Content Server TMS 11 and versions onwards support adding the TANDBERG Content Server (TCS) for booking and management purposes. • To add the TCS to TMS follow the procedures in the Add Systems tab description. • Select the Discover Non-SNMP Systems. WARNING: Will significantly increase time

required for discovery check box in the Advanced Settings pane of the tab.



Note: You need to add the TCS’ API user and password when adding the system to TMS.

How pre-registration works When pre-registering a system, you can select whether you want the system to be identified on MAC Address, IP/Hostname or Serial Number. Note that only the TANDBERG MXP series and Polycom HDX endpoints can pre-register based on serial number. Also keep in mind that only systems supporting SNMP can be pre-registered by serial number and MAC-address if they are using static IP addresses. TANDBERG MXP endpoints are using HTTP traps rather than SNMP traps to communicate with the TMS server for most information. They are therefore dependent on having their External Manager’s IP address configured. This is done automatically when the endpoint contacts the DHCP server to retrieve an IP address, but only if the option 242 on the DHCP server is configured to point to the TMS server.

Configuring the DHCP server

If you are using a Windows 2000/2003 DHCP server, add the following settings in the DHCP Manager

You can create the 242 option by redefining an existing global option. To do this, highlight the global option in the “Unused” list and click Add in the DHCP manager. Once you have defined a vendor-specific option, you can select it for use by the vendor class by moving the option to the “Configured” list, and defining its value which should be the IP or the DNS name of the TMS server.

If you are using ISC’s DHCP-server, put the following statements in dhcpd.conf.

1. Define option 242: option local-tms-ip code 242 = ip-address;

2. Define the value in the subnet of pool section: option local-tms-ip < IP address>;

If the systems are not using DHCP, they need to be able to respond to the SNMP broadcast messages that TMS will send out on set intervals. This interval is configurable in Administrative Tools > Configuration > Network Settings > TMS Services >SNMP Broadcast Interval (in minutes).

Note: The TANDBERG 150 MXP with L1.1 and L1.2 is configured to request the DHCP for option 173. It is therefore advised to either upgrade the endpoints to newer software, or to configure both the option 242 and 173 on the DHCP server until the endpoints are upgraded.

Persistent settings Persistent settings allow the administrator to enforce settings on systems throughout the network. These persistent settings can be specified during pre-registration or after the system has been added to TMS (via the Persistent settings tab in Navigator). The persistent settings will be set on the endpoint every time TMS receives a boot event from the endpoint; either via SNMP or HTTP. The Persistent setting template is also set on the system at the same time every day. This time is based on the first time the template was set on the system and is configurable when editing the template in the Systems > Provisioning > Configuration Templates page. To view a log of the daily updates go to Systems > Provisioning Activity Status. You will see that there are 2 types of entries; the first will be when the template has been set on the system and this will have no recurrence set. As the second entry you will see the template again but the recurrence will be set to every day. If you click on this description, you will see a log of all transactions for this template.



There are four persistent settings, and three of them allow you to set a persistent System Name, H323 Id, E164 Alias and SIP URI. The last setting gives you the option to pick a predefined template that will be set on the endpoint after every system boot. The template can typically include settings like Auto answer on, Microphone off and Volume 7.

Swap a system in TMS Systems get an id (TMS System Id) when they are first added to TMS. This id is used as the reference for the systems in booking, reporting, event, permissions etc. It is therefore important to retain the id, even if a system gets swapped (because of theft, upgrade, hardware failure etc). A system should therefore never be purged from TMS. It may be deleted from a folder since the data for the system will still be in the database, but it should not be purged unless you are 100% confident that a new system should take over this system’s roles. If a system in TMS is out of order, or awaiting a swap, it can be set to Not Allow Bookings. This is done in the Connection tab in Systems > Navigator. By doing this you can avoid anyone booking the system while it is unavailable.

Replace system function From TMS 11.5 a feature called ‘Replace system’ was introduced. This feature makes it much easier to replace systems in TMS. TANDBERG recommends using this feature when replacing systems in TMS. To replace a system: 1. Go to Systems > Navigator > select the system you wish to replace 2. Click the Connection tab. 3. Click Replace Systems. Here you choose whether to change the system’s network address to an IP or DNS address of a system on the network, or choosing an existing system in TMS by clicking Select system…. 4. Click Next… . You will then be shown a summary page where you choose whether you would like to keep the system name, keep call configuration, apply last configuration backup and keep all logs of the system. You can also choose to purge the system that you are replacing from TMS. 5. Click OK and the switch will be completed.

System tracked by IP address When a system is tracked by IP address and the system is swapped, the easiest way is to give the new system the same IP address and connect it to the network. If a Configuration Backup was done of the previous system, a Configuration Restore can now be done to restore all previous settings and phonebooks. If the new system is configured with a new IP address, 1. Insert the new IP address in the Connection tab for that system in Systems > Navigator in TMS 2. Click Save/Try.

Note: Verify that the SNMP community name is correct, or else this will not work.



System tracked by Host Name When a system is tracked by the Host Name and the system is swapped, the new system should be configured with the same host name. If a Configuration Backup was done of the previous system, a Configuration Restore can now be done to restore all previous settings and phonebooks. If the new system is configured with a new Host Name, 1. Insert the new Host Name in the Connection tab for that system in Systems > Navigator in TMS 2. Click Save/Try.

Note: Verify that the SNMP community name is correct, or else this will not work.

System tracked by MAC address When a system is tracked by MAC address, TMS relies on traps from the endpoint containing the (new) IP address of the system and the MAC address. If the IP address has changed (which happens when using DHCP), TMS will update the IP address in the database to the new IP address. TMS will then be able to contact the system. When swapping a system with a new system, the MAC address will change. If TMS is tracking the system by the MAC address, the MAC address in TMS therefore needs to be updated. This can be done in two ways: 1. Update the MAC address field in the Connection tab for the system with the new system’s MAC

address, click Save/Try, and reboot the system via the remote control or telnet. This will make the endpoint send a trap to TMS with its MAC address and IP address, resulting in TMS recognizing the MAC address and updating the IP address in TMS.

2. Set Track system on network by to IP Address and update the IP address to the new IP address of the system. Click Save/Try to allow TMS to read the new MAC address, and set Track system on network by back to MAC Address.

If a Configuration Backup was done of the previous system, a Configuration Restore can now be done to restore all previous settings and phonebooks.

Note: Verify that the SNMP community name is correct or else this will not work.



Support for remote systems From TMS 11.5, remote systems are supported for booking, getting software upgrades, receiving phonebook and being part of the statistics created in TMS. The following section describes how this feature works and answers some frequently asked questions. TANDBERG recommends that the remote system is on a DNS compatible network to ensure proper communication between TMS and the remote system. Before you can use a system as a remote system in TMS, you must be sure to have set a public DNS address on the TMS server. This can be done in Administrative Tools > Configuration > Network Settings in the pane Advanced Network Settings for Systems on Public Internet/Behind Firewall. Make sure that this address is reachable from the remote system, if you enter a fully qualified host name the remote system needs to have its DNS settings in order.

How the communication works A remote system can either be located publically on the Internet or behind a firewall. The way TMS communicates with these two differs slightly.

Reachable on public Internet Having the system set to Reachable on Public Internet as System Connectivity will make TMS communicate with the system in the same way as it does with the systems internally. (To set System Connectivity, go to on the system in System Navigator > Connection Tab.) However, since the system cannot contact TMS on TMS’s internal DNS name or IP address, TMS will set a different address for the phonebook service and feedback on the endpoint. The address used is the one listed under Administrative Tools > Configuration > Network Settings > Advanced Network Settings for Systems on Public Internet/Behind Firewall, the field TMS Server Address (Fully Qualified Host Name or IPv4 Address). When the system is reachable on the public Internet, you can have TMS communicate with the system on both HTTPS (port 443) and HTTP (port 80).

Behind firewall Setting Behind firewall as System Connectivity will make TMS communicate with the endpoint in much the same way as Reachable on Public Internet, except TMS will not be able to tell the endpoint to dial and must therefore set up a route where for example an MCU is calling to the endpoint. All communication between the system and TMS will be HTTP over port 80 or HTTPS over port 443. TMS will automatically detect that a system is a SOHO system when the IP address the endpoint reports in status.xml is different from the IP address the HTTP packets are coming from, and the HTTP (port 80) and HTTPS (port 443) ports are closed. TMS will then set System Connectivity to Behind Firewall.

Plugging in at remote location When a system is plugged in at a remote location, it will contact TMS either with a register event or a boot event depending on whether the system is already in TMS. For information on how to add a remote system to TMS, see the section Adding a remote system to TMS.



When TMS gets this event, it will reply with an acknowledgement and ask to get three files from the endpoint: ‘status.xml’, ‘history.xml’ and ‘configuration.xml’. It will also check whether any software upgrade has been scheduled for the endpoint, and if so, perform this. After 60 seconds, the system will communicate with TMS, which will set the feedback expression on the system enabling it to send events. TMS will also set the endpoint to contact the TMS server every 15 minutes. This will be the heartbeat that allows for communication between the TMS server and the remote system, and any change that is done on the remote system or in TMS will be synchronized through this heartbeat.

Adding a remote system to TMS

A system already added to TMS The easiest way to add a remote system to TMS is to first have the system registered in TMS before you bring it home. Before you unplug it ,go to Edit Settings in the Settings tab for the system and click Enforce Management Settings. If the system will be behind a firewall that is not open or doesn’t have HTTP or HTTPS ports opened up, you also have to go to the Connection tab on that endpoint and change System Connectivity to Behind Firewall. TMS will then set the management address on that system to TMS’ external management address. When the system is plugged in at home, the system will then send a boot event to TMS and from then on the system will be available from TMS.

A system not added to TMS If you want to use an endpoint that has not been added to TMS before it is plugged in at the remote location, you will need to set the external management address of TMS on the endpoint. This can be automatically done by the DHCP server (see section Configuring the DHCP server) or manually on the endpoint. With F5.x and L4.1 this must be done using telnet, while F6.x and L4.2 (and newer) have this in the endpoint’s menu: 1. In Windows, go to Start > Run. 2. Type telnet <ip-address of the endpoint> (This can be displayed on the endpoint by

pressing the Up arrow and then the Left arrow.) 3. Type password if needed 4. Type xConfiguration ExternalManager Address: “<dns name of the TMS

server>”. If you are using a proxy, type the dns name of the proxy server instead. 5. This configuration is correct by default, but if it has changed, type ‘xConfiguration

ExternalManager Path: “tms/public/external/management/systemmanagementservice.asmx”’ 6. Type ‘bye’ When this has been set, the endpoint will send a register event to TMS, and when TMS receives this and notices that the system is not already in TMS, it will add it to a list. One must then add the system to TMS afterwards. However, if Automatic System Discovery Mode for SoHo has been enabled, the system will be added in the default folder specified in the Administrative Tools > Configuration > Network Settings.

Setting an endpoint in public If your system is in public, not behind a firewall or behind a firewall that has opened up the HTTP or HTTPS ports, it is advised to change the system connectivity on the system to Reachable on Public



Internet. This way it will also be possible for TMS to set up calls where the endpoint is calling out, and not only being called to.

Booking A booking in TMS including remote systems can be done like any other booking. However, as TMS is not able to communicate directly to a remote system that is behind a firewall, it is not possible for TMS to ask the endpoint to initiate a call. The endpoint must therefore be dialed into. If two or more systems that are behind a firewall would like to call each other, then an internal system with multisite must be included in the call.

Phonebooks The phonebook will work in the same way as if the system was located on a LAN. When the endpoint is requesting the phonebook, it will send the request to the TMS server where TMS creates the .xml file and sends it back to the endpoint as the response.

Software upgrade Software upgrade on remote systems is set up in the same way as software upgrade on internal systems. However, the mechanism used to upgrade the system is different. When you have scheduled the upgrade, TMS will say that the upgrade went successfully. What has happened is that TMS has put the upgrade on hold until it gets a boot event from the system. When TMS gets this boot event, it will see that an upgrade has been scheduled for that system. On the reply to the boot event, TMS will send the endpoint a URL where it can get the software package. This URL is defined in Administrative Tools > Network > General Network Settings. It is recommended that the directory is left to the default (tms/public/data/software) as this is where TMS populates its list of packages from (Systems > System Upgrade > Software Manager). In other words, if you provide a different URL, you might end up scheduling an upgrade with a package found in the list that is not found in the URL specified.

Statistics and monitoring The statistics and monitoring of the remote systems will be made up the same way as systems that are on the LAN, by sending event traps to TMS. As for retrieving status and detailed call information (‘status.xml’ and ‘history.xml’), these are sent every 15 minutes. The configuration of the system (‘configuration.xml’) will be sent on demand (Clicking Force Refresh in TMS) or when doing changes in TMS. Ad hoc calls will not be shown for systems behind a firewall as the TMSLiveService service is not able to contact the system to get information about the call.

TMS configuration To allow for the remote systems to communicate with the TMS server, TMS needs to be reachable from the remote system. There are several ways that this can be done:

Alternative: Description

Put the TMS in public This option provides less security, and makes the TMS vulnerable for attacks directly over the Internet.

Put the TMS in DMZ This option provides a bit more security. Port 80 (HTTP) needs to be open in the firewall to allow for incoming traffic.

Use a proxy This option provides the best security without having to have two separate TMS servers, and is set up by having the proxy forward to the TMS server requests that are made to the management address path of the TMS server.



Alternative: Description

• /tms/public/external/management/systemmanagementservice.asmx • /tms/public/feedback/code.aspx • /tms/public/external/phonebook/phonebookservice.asmx • /tms/public/feedback/postdocument.aspx

Have two TMS servers, one on the inside and one in DMZ talking to the same database

This will allow you to add and manage the internal and external systems seamlessly, but requires some extra configuration of firewalls and the external TMS server. The TMS server in the DMZ should only be accessible on port 80 from the Internet, and can also be limited to only respond to connections, but not open any new connections. The TMS in the DMZ must be able to talk to the SQL server on the inside of the network, but this can be limited to one port only. It is recommended to use a limited user with only read/write permissions to the tmsng database for this (doing upgrades of the TMS server will require db_owner permissions to the tmsng database), and to disable the XP_CMD_SHELL command on the SQL server for security reasons. All TMS services on the TMS in the DMZ must be disabled to prevent the TMS in the DMZ from trying to contact systems on the inside.

Have two TMS servers, one for internal and one for public systems

This is the most secure option, but will remove some of the features as well as complicate the usage. The booking will be limited since internal and external systems are now in two different databases. The two databases will also cause a problem for statistics as the remote systems will have its statistics stored on the public TMS and the internal systems will have its statistics stored on the internal TMS. System upgrades will need to be scheduled separately, and software packages must be put on the two servers. Phonebooks can however be centralized using an LDAP server that is available for the two servers. For more information, see the chapter TMS features.



User permissions

User Administration User Administration controls which users have permissions to which parts of TMS. Permissions are controlled on a group level (for example, you assign permissions to a group). The total permission level for an end user will then be the sum of all the permissions assigns to all the groups that the end user is a member of.

Note: An end user can be (and in most cases is) a member of several groups.

There are three pre-defined groups in TMS: 1. Site Administrator 2. Video Unit Administrator 3. Users 1. The Site Administrator group has full access to all functions, folders and systems in TMS. Only

people who could be made responsible for TMS functioning properly should be members of this group. Only the site administrator has the rights to edit the Configuration pages under Administration Tools. For example, only site administrators can change the IP address of the server and alter the option keys.

2. The Video Unit Administrator (VUA) group has full administrative rights to all video conferencing

systems (including gateways, gatekeepers and MCU) in your network. Typically, the technical engineers are members of this group. Video unit administrators do not have the rights to edit the Configuration page;otherwise, they have the same rights as the Site Administrator.

3. All users automatically become members of the Users group. It is recommended that the access

rights assigned to this group represents the lowest level you want any person in your organization to have. This applies both to what TMS functions you want them to see and to which systems they are allowed to use.

Note: You are not allowed to change any of the permission rights for the Site Administrator group. Also, you cannot add or remove users belonging to the Users group, as all users by default are members of this group.

User Information and preferences The first time a user accesses TMS, the Windows Username of the user is automatically detected, if configured in Administrative Tools > Configuration > Network Settings. A new TMS user is then added automatically. TMS will also try to detect new user information such as email address, first and last name through Active Directory lookup. If the information is not available, the user will be prompted to fill in user information and user preferences in a popup window, as listed in the table below. First name, last name and email address must be filled in at first logon to the TMS server.

User Information Preferences

Windows Username Your username on the TMS server. This is automatically detected by the Internet Information Server. This information can only be changed by an administrator.

First Name The user’s first name.



User Information Preferences

Last Name The user’s last name.

E-mail Address The email address that meeting bookings and event notifications should be sent to. The format must be [email protected].

Language This setting lets the users select between 20 different languages in TANDBERG Scheduler, where six of the languages also affect the rest of TMS (English, Simplified Chinese, Japanese, Korean, Russian and French.) English is the default language for TMS so that users who select, for example, Swedish as the language, they will get the Scheduler presented in Swedish and the rest of TMS in English.

Office Telephone The user’s office telephone number

Mobile Telephone The user’s mobile telephone number

Primary System The user’s preferred video system.

Web Conference Username

The username for accessing the web conference account

Web Conference Password

The password for accessing the web conference account

SIP URI: This is the user’s SIP URI. This field is used by the TANDBERG LCS integration. The SIP URI is automatically retrieved from AD if the AD lookup is properly configured in TMS.

Time Zone This setting is used to present the correct time and date information for the users in TANDBERG Scheduler (if the client is on a different location than the TMS server).

IP Zone This field allows users to select an IP zone where they are situated. This IP zone is used when a user books a meeting with only dial-in participants, to ensure that the MCU that is closest to the user is picked.

Number of last used systems listed

This option lets the user choose how many of the previously used systems should be shown when booking a meeting in TMS.

First page for New Conference in Scheduler

Lets the user choose whether to start with the “default page”, the “choose conference room page” or the “choose time page” when opening Scheduler.

List your meetings when opening TANDBERG Scheduler

Lets the user choose whether all of their meetings should be listed when accessing TANDBERG Scheduler

Limiting access to TMS / Locking out a set of users TMS is running on top of Microsoft Internet Information Server and is therefore also utilizing the Windows user structure for authentication. If the TMS server is part of a domain, TMS will look up any new and existing users in the Active Directory or the local users to see if the users have the proper permissions to access the TMS server. If the user has access to the server, they will also get access to TMS, and automatically become members of the user groups defined in Default Groups. When TMS is installed the first time, all new users will become members of the Site Administrator group. This should be changed as soon as possible. By setting Default Groups to Users and limiting the access of the group Users, you can deny access to TMS to all new users, even if they are allowed to access the server through the user permissions. A Video Unit Administrator can then grant each new user the proper permissions by adding them to a new custom defined group.



Groups Go to Administrative Tools > User Administration > Groups. This is where you view, edit and set permissions for TMS user groups. To add a new group, 1. Click New. 2. Fill in the name of the group. 3. Fill in a description for this new group. TMS supports using Active Directory groups where the group memberships for users are managed through Active Directory (AD) To enable AD groups: 1. Go to Administrative Tools > Configuration > Network Settings > Active Directory, 2. Configure the AD lookup information with a Domain user. 3. AD groups can then be imported to TMS and given permissions as a normal TMS group. TMS will do a lookup towards AD during login for every user to see which AD groups they belong to, and give them the respective permissions in TMS. 4. Continue with selecting which users should be part of the group if it is not an AD group. 5. Click Save. To set the permissions for a group, click Set Permissions. A page with multiple check boxes will load. 1. Select check boxes according to your specifications. 2. Click Save.

Access to different parts of TMS When setting up permissions for user group access to different parts of TMS, the following choices are available: • Portal • Booking • Monitoring • Systems • Phone Books • Reporting and Administrative Tools A detailed list of the permissions can be found in the TMS user guide in the chapter Administrative Tools, section User Administration > Groups > Setting permissions for groups.

Users A list of all the registered users is displayed. From here, new users can be created and existing users can be edited or deleted. Selecting New or Edit/View will open a profile window for that user where you can add or edit parameters related to that user. The parameters here are more or less self-explanatory.

Note: The user’s NT login name is important, as this is used for authentication.

When done editing, click Save to store the user’s data.



Note: Users must be members of the Windows Network to be users of TMS. You cannot delete your own user representation nor edit your own Windows username while logged on.

Default Groups Default groups define which groups a new user automatically will be assigned to when logging into TMS for the first time. By default, all users will be member of the Users group. This cannot be changed; however, the TMS administrator may specify more groups that users should be added to. To change the default group settings, select the desired groups and click Save. If you want users to not have access to TMS by default, there are two options: 1. Change the settings in the Active Directory so that those users don’t have access to log into the

TMS server. 2. Remove all the permissions from the Users group and set this, and only this, group as the default

group. All new users on the TMS server will then be denied access to TMS. If you do this, you should proceed to create an additional group with the minimum permissions for a trusted user. These users need to be added into the group after they log into TMS the first time (so that the user is created), or you may predefine the users in TMS and place them in the group. The next time the user logs in, the username will be matched with the one already configured.

Default System Access On this page you can define which permissions should automatically be applied to systems added to TMS. These permissions can be adjusted at a later time by going to Systems > Navigator. Five different access levels are defined for folders and systems. These are: • Read • Book • Edit Settings • Manage Calls • Change Permissions You can set these permissions based on the different access groups in TMS.



Phone Books There are three types of phone books available on TANDBERG endpoints:

Local Directory The Local Directory is a file stored on the endpoint made by entries inserted through the remote control on the endpoint. It’s not touched by TMS, but can be imported into TMS’ phone books as an external source.

Global Directory The Global Directory is a file stored on the codec where the entries cannot be changed via the remote control. The file is transmitted by HTTP to all endpoints that are subscribing to one or more phone books in TMS. Multiple phone books will be merged into one phone book. If containing more than 400 entries, only the first 400 will be shown on the endpoint. The file will be transmitted to the endpoint on the intervals set in the Administrative Tools > Configuration > General Settings > Phone Books Update Frequency field.

Note: This only works on endpoints that support the globdir.prm file.

Corporate Directory The Corporate Directory is an XML service on the TMS server that allows the endpoint to retrieve the phone books directly from the server every time the phone book button on the endpoint is pressed. It allows for a hierarchy of phonebooks and multiple phone numbers on every entry. The Corporate Directory is also searchable.

Setting phone books on systems There is a global setting in TMS (Administrative Tools > Configuration > General Settings > General Settings pane > TANDBERG System Phone Books) that allows administrators to select whether Corporate Directory, Global Directory, or both should be used in their network. Using both is recommended since this will give the endpoints a failover option. If TMS is not reachable and the Corporate Directory cannot be displayed, the Global Directory will show the 400 first entries in a flat list. To select which systems should get the different phone books, go to Phone Books in TMS, click Set on Systems for a phone book, and select which endpoints should get this phone book. • Endpoints supporting both the Corporate Directory and the Global Directory will have their

Corporate Directory settings adjusted to point to the TMS server, and have the Global Directory (the globdir.prm) file transmitted to the endpoint over HTTP at three different events: 1. every time adjustments to the Set on system list is made 2. at the intervals specified in the Update Frequency dropdown menu 3. by a background service that by default will run every four hours if Enforce Management

Settings on Systems is turned on (Administrative Tools > Configuration > Network Settings > TMS Services pane > Enforce Management Settings on Systems field).

• This globdir.prm file will then be available if the TMS server is offline. The entries will be showed together with the local entries on the endpoint. Endpoints such as TANDBERG MXP and TANDBERG Classic (E4/B9 or newer). The TANDBERG C-Series and E20 do not support the Global Directory.



• Endpoints only supporting the Corporate Directory will only have the Corporate Directory settings set on the system. This will happen every time a change is done to the Set on system list, and at the intervals specified in the Update Frequency dropdown menu. Endpoints such as TANDBERG 150 MXP with L1.x or L2.x software. The TANDBERG 150 MXP only supports the Corporate Directory.

• Endpoints only supporting the Global Directory (globdir.prm) will have the Global Directory (the globdir.prm) file transmitted to the endpoint over HTTP every time adjustments to the Set on system list are made, and at the intervals specified in the Update Frequency dropdown menu. Endpoints such as TANDBERG Classic (E3.x/B8.x and older) and TANDBERG MCU (D 3.x or newer)

Settings that will be set on the endpoints supporting Corporate Directory: (xconfiguration) corpdir mode on (xconfiguration) corpdir ipaddr x.x.x.x (server’s IP address) (xconfiguration) corpdir path TMS/Public/external/phonebook/PhoneBookService.asmx



TMS features

Operator conferences TMS Conference Control Center supports the concept of Operator Conferences. Operator Conferences are ad hoc created conferences that can be used by conference operators to work with individual participants in a conference outside their normally scheduled call. This means that if a site is having a problem, or has questions, an operator can start a new conference and add themselves and the problem site(s) to the special conference. When the Operator is done, the Operator can send the site back to their originally scheduled call. All of this is done with simple clicks from the TMS Conference Control Center.

Operator conference features: • Create Operator conferences on the fly with a single click. • Click on participants to move to an operator conference without disconnecting the site. • If no Operator conference exists, a new one can be created automatically. • Operators can have a default system for themselves that can be automatically added to the

conference when an Operator conference is started. • Operators can move a participant, or multiple participants in and out of an Operator Conference at

will from the Conference Control Center. • Multiple Operator conferences can run simultaneously. • Participants moved to an Operator conference are still shown as participants in the scheduled

meeting, but with special icons to signal that they have been moved. • Operator conferences will automatically clear themselves out if no longer used by the Operator’s

system.

How to set up an operator conference Operator conferences can be set up with TMS and either the MCU or the Codian MCU. The conference is hosted on either the MCU or the Codian MCU. When viewing the conference in Conference Control Center, you can move a participant to an Operator Conference by first selecting the participant from the participant list and clicking the button

Move to Operator Conference, or right-click on the participant and choose Move to Operator Conference. A pop-up window will appear asking you to choose an operator

system, and whether the new conference should use encryption. When you have made your selection, click OK, and the operator conference will be created.

Note: The participant will only be moved out of their original conference when the operator is successfully connected to the operator conference, eliminating the possibility of the participant being moved into an empty conference.

To end the operator conference, select the participant from the operator conference and click the button Move back, or right-click the participant and choose Move back. You may also select the participant in the original conference and click Get back. If the Operator Conference is not ended, the operator will still be in the conference, thereby

saving connection time if a new participant is to be pulled into the operator conference.



Provisioning Directory Provisioning was initially introduced in Tandberg Management Suite version 12.1 and VCS version X4.1.

Provisioning allows video conferencing network administrators to create and manage mass deployable video conferencing solutions. It uses the TMS Agent to replicate and distribute the TMS Provisioning User Directory and Provisioning information from TMS via a single or clustered VCSs to endpoint devices such as the Tandberg E20 and the Movi software client.

For more information concerning the use and deployment of the Provisioning, see TANDBERG Provisioning deployment guide.

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Troubleshooting the TMS components This chapter addresses the different components that TMS consists of: the five services that are to be running at all times, the Java applet needed to show the monitoring pages, the web server needed to display TMS as web-pages and the database were all information is stored.

Phonebook (Corporate Directory) errors You can get the following errors on the endpoint if corporate directory is not working properly:

Message Explanation or suggested solution

Request timed out, no response

The TMS server is busy, try again.

Warning: directory data not retrieved: 404

• The endpoint is configured with the IP address of a different web server than the TMS server.

• The corporate directory path on the endpoint is wrong.

Warning: directory data not retrieved: 401

• The “Public” virtual directory on the TMS server is not configured to allow Anonymous Access.

• The most common problem here is that anonymous access is set, but the account used has been overwritten by a group policy. The default IUSR user is a part of the guest account, and typically group policies disable this account.

TMS: No phonebook(s) set on this system

• No phonebook(s) set on this system in TMS. Configure the endpoint to subscribe to phonebooks in TMS.

• Using NAT on the endpoint can lead to TMS not recognizing the system and will not allow it to retrieve any phone books.

Request timed out, no response

The endpoint is configured with the IP address of a non existing web server.

No contact with server The IIS is restarting or in a state where corrupted messages are received.

TMSDatabaseScannerService The TMSDatabaseScannerService checks the status and configuration of existing systems. The scanner will check: • The connection status • The call status • The system configuration If a system is unavailable, the service will get that status until the next scan, or until the endpoint sends a trap to TMS.

Note: The scanner pauses for 15 min after scan has finished.

The scanner process is a moderately CPU-intensive process for the server, and should be tuned according to the need for updated system information in TMS. To scan one system takes from two



seconds up to approximately 20 seconds (worst case). This means that scanning 100 systems might take from three minutes up to 30 minutes. The scanner will read the system connection status and call status on every scan, but will only read the full system configuration in intervals defined in the field System Force Refresh Interval (in hours). The scanner will update 20 connection statuses in parallel and read five full system configurations in parallel.

Symptoms The symptoms are that the system information and system status in TMS is outdated. Systems not responding still have the status InCall or Idle.

How to fix 1. Check the logs for symptoms or error messages at c:\Program

Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug\log-TMSDatabaseScanner.txt on the server.

2. Restarting the service or the TMS server will normally fix any problem with this service.

TMSLiveService This service • allocates conferences on the MCUs • issues the dial commands to the endpoints and the MCUs • monitors the activity of the participants during a conference

Symptoms The call does not start, and the log in the Conference Control Center is almost empty. You could have only one line that says “Created” in the log. You might have more lines there if the conference has been changed – but none of them is related to launching the conference.


Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug\log-liveservice.txt on the server. 2. Restarting the service or the TMS server will normally fix any problem with this service.

TMSPLCMDirectoryService This service is responsible for posting phonebooks to Polycom endpoints. The PLCM endpoint retrieves the phonebook from this service when requested via the remote control. This is similar to Corporate Directory in TANDBERG endpoints.

Symptoms You don’t get any phonebooks on your Polycom endpoints


Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug\log-plcmdir.txt on the server. 2. Restarting the service or the TMS server will normally fix any problem with this service.



TMSSchedulerService This service is responsible for launching events at set times. Examples of events are: • System Restore • System Upgrade • Update Phonebooks This service will also remind the TMSLiveService to start a conference if needed.

Note: TMSLiveService will keep track of all booked conferences, but loose this information if it is restarted.

Symptoms Scheduled events do not start.


Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug\log-schedulerservice.txt on the server. 2. Restarting the service or the TMS server will normally fix any problem with this service.

TMSSnmpService (Formerly TMSWatchdogServiceStarter.exe) This service should be turned off if you have TMS set to HTTPS only. For more information, see TANDBERG TMS Implementing Secure Management. The service • collects traps from the endpoints and adds them directly to the database. • is responsible for broadcasting SNMP messages to discover newly added systems.

1. To specify the sub ranges for where TMSSnmpService searches for new endpoints, go to Administrative Tools > Network Settings > SNMP Broadcast/Multicast Address(es).

2. To specify the SNMP Broadcast Interval, go to Administrative Tools > Network Settings > SNMP Broadcast Interval (in minutes). TANDBERG recommends setting SNMP Broadcast Interval to broadcast 2 times a day depending on video network size. Define multiple scan ranges by comma separating the ranges. By setting the Broadcast/Multicast Address value to 127.0.0.1, TMS will not scan for new systems via SNMP broadcast.

To quickly find which systems are online, you can use the TMSSnmpService and send SNMP Oid queries to systems that:

1. are known to TMS 2. supports SNMP 3. do not have status “No Response”, “No SNMP Response” or similar

To enable this feature 1. Go to Administrative Tools > Network Settings. 2. Turn on the function Scan SNMP capable systems to allow quick discovery of

inaccessibility Furthermore, you can specify the interval, and the maximum number of missed SNMP responses before the system will get the status No SNMP Response. If there is no response to SNMP queries, TMS will use an HTTP connection to verify the status of the system. This feature was added in TMS12.1.

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Symptoms • The statistics are empty. • TMS does not receive system events. • New systems are not automatically discovered.

How to fix 1. Make sure no other SNMP tool is running on the server, like HP Openview or other server/network

monitoring tools using Microsoft Windows’ SNMP Component. 2. Check the logs for symptoms or error messages at c:\Program

Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug\log-watchdog.txt on the server. 3. Restarting the service or the TMS server will normally fix any problem with this service.

TMSServerDiagnosticsService This service is responsible for checking: • the server disk space, • the database size • that the other services are running A TMS ticket is opened if: • a service is not running • free disk space is less than 10% • the database is 90% of max size

Symptoms Tickets are not opened if: • the service is not running • there is less than 10% free disk space • the database is larger than 90% of its max size


Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug\log-TMSServerDiagnosticsService.txt on the server.

2. Restarting the service or the TMS server will normally fix any problem with this service.

TMS Database Management Service (optional) This service is installed by the TMS backup utility and is responsible for doing scheduled backups.

Symptoms If the database is not automatically backed up when scheduled, make sure that this service is installed and running.



How to fix Start up the TMS Database Management Utility and verify the settings in the Automatic Backup page (Start > All Programs > TANDBERG). To automatically install the service, select the Enable automatic backup check box.

Note: The TMS Backup Utility was a separate installation found on the TMS CD that installed this service. The TMS Backup Utility was removed from the TMS CD in TMS 12.1. If this utility was installed prior to this version, and because it was a separate installation, the TMS 12.1 (or later) installation will not remove this utility. To remove, go to Add and Remove Programs, and remove the utility appropriately. Note that when removed, the service will still remain but be disabled.

TMSAgentService This service starts the local TMS Agent. The TMS Agent is needed for provisioning Movi clients from version 2.0 and newer, and the TANDBERG E20 endpoint.

Symptoms You are unable to browse to or create and edit groups or users within TMS on page Systems > Provisioning > Directory.

How to fix • Check the logs for symptoms or error messages at c:\Program

Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug\ log-tmsagent.txt on the server. • Restarting the service or the TMS server will normally fix any problem with this service. See the TANDBERG TMS Provisioning deployment guide and the TANDBERG TMS Provisioning troubleshooting guide for further specific diagnostics and troubleshooting of the TMS Agent.

The Web server TMS uses Microsoft Internet Information Services to make TMS available as a webpage. Since version 9.0, TMS has been developed with the Microsoft .NET platform and some extra components are therefore required on the IIS for TMS to work properly. ASP.NET version 3.5 is currently in use. These components are installed by Windows during the TMS installation as they are required by TMS, but not TANDBERG specific. All web-related files will be stored on the server in the location you specified during the installation. The default location is c:\Program Files\TANDBERG\TMS\. In the Internet Information Server Manager you will see that the installation has created five virtual directories.

TMS

• The Application that handles the TMS web interface. • The virtual directory for this component on the IIS is: http://serverIP/tms. • This component should have the Directory Security set to Windows Integrated Authentication

(default), Basic Authentication or both.

tms/public

• Handles Corporate Directory for TANDBERG endpoints. • Handles http traps from TANDBERG MXP and MCU systems. • The virtual directory for this component on the IIS is: http://serverIP/tms/public. • This component should have the Directory Security set to Anonymous Access.




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• Handles HTTP traps from Polycom systems. • Handles phonebooks for Polycom systems. • The virtual directory for this component on the IIS is: http://serverIP/pwx. • This component should have the Directory Security set to Anonymous Access. • This component can be removed if this TMS installation will not be used with Polycom endpoints.

XAPSite

• Handles communication between TMS and pre version 7 MGCs. • The virtual directory for this component on the IIS is: http://serverIP/XAPSite. • This component should have the Directory Security set to Anonymous Access. • This component can be removed if this TMS installation will not be used with a Polycom MGC with

version 6.x or older.

TMSConferenceAPI

• This component warns the old Exchange API (TMS 7 and 8) that it must be upgraded.. • The virtual directory for this component on the IIS is: http://serverIP/TMSConferenceAPI. • This component should have the Directory Security set to Anonymous Access. • This component can be removed if this TMS installation does not have an older Exchange

integration (TMS 8 or older).

TMSAgent

• Handles the proxies for TMS Agent requests. • The virtual directory for this component on the IIS is : http://serverIP/TMSAgent. • This component should have the Directory Security set to Windows Integrated Authentication

(default), Basic Authentication or both.

AnalyticalExtension (if utilized)

• Handles the interface between the TMS and Analytical Extension application. • The virtual directory for this component on the IIS is: http://serverIP/AnalyticalExtension. • The component should have the Directory Security set to Windows Integrated Authentication

(default).

Symptoms • You cannot access the TMS page. • The corporate directory on the TANDBERG endpoints does not work and statistics from

TANDBERG MXP endpoints are empty. • Statistics from Polycom endpoints are empty.

How to fix • Check that IIS is running. • Check that you can access the default webpage http://TMSServerName. • Check that the virtual directories above exist on the TMS server. • Check that they are pointing to valid directories on the TMS server. • Check that the permission settings are correct according to the list above. • Check that the IIS allows for running .net extensions. • Logs are found in c:\Program Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug\log-web.txt

on the TMS server.

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Java Applet – Monitoring

What it does The Sun Java applet version is used for displaying dynamic information in Conference Control Center, Graphical Monitor and Map Monitor. The Java applet adds functionality related to graphics, clicking, right-clicking and drag-and-drop actions.

Symptoms • When entering the Conference Control Center, Graphical Monitor or Map Monitor, you are

prompted for a username and password. • The applet does not load, and there is no Java (coffee cup) icon in the notification area. • The applet does not load, but Java is installed. • The applet loads very slowly. • Conference snapshots are not displayed on some clients.

How to fix

Authentication

The Java Applet will require the users to authenticate themselves if the TMS server is not part of the domain (or a trusted domain) the user is logged into. The solution is to make the TMS server part of the domain, or insert the username and password when prompted for each session.

Java installation

The Java virtual machine is not installed on the machine, and the client PC does not have direct access to the Internet to download it automatically. To retrieve: • Install Java from the TMS CD. • Go to http://www.java.com/ to download and install Java.

Proxy issues

A proxy server might be preventing the Java applet from retrieving the necessary data from the TMS server. To open the Java console, right-click the Java icon in the notification area and select Open Console. Error messages stating Unknown source will be displayed. To solve this problem, try one or more of the points below: • If using the TMS server’s IP address when accessing TMS, try again with the TMS server’s host

name. • Configure the Java client through the Java Control Panel to use Direct Connection rather than

using the browser’s proxy settings. • The proxy server may have to be configured to allow this kind of traffic from the TMS server to the

clients.

Slow or incomplete loading

The applet will normally be finished loading within 5 seconds after the Monitoring link is pressed. If you experience a significantly higher loading time, try the points below: • Turn off Caching in Java and delete the existing temporary files.

1. Open the Java Control Panel, 2. Click the General tab. 3. Click Settings, click View Applets. 4. De-select Enable Caching in the lower left corner. 5. Click Ok.

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6. Click Delete Files. 7. Select all check boxes. 8. Click Ok. 9. Click Ok. 10. Click Ok.

• Remove old or duplicate Java clients from Internet Explorer. 1. Click Tools in the Internet Explorer menu 2. Click the Programs tab 3. Click Manage Add-ons 4. Disable all old or duplicate Java plug-ins

• Remove Google Desktop. We have seen issues where Google Desktop is conflicting with the Java plug-in and significantly increasing the loading time of Java applets. Other desktop search engines like MSN Search does not show the same symptoms.

• If using Java build 1.6.0_15/16, you will need to de-select Enable the next generation Java plug-in… under Advanced on the Java Control Panel to make the Graphic and Map Monitor work as expected.

The database The database is where all information in use by TMS is stored except software files for system upgrade and the services’ log files. The database is called tmsng and can run on SQL 2005 servers. During the installation of TMS the sa account on the SQL server is automatically chosen to create and access the database. A different account can be specified by choosing the Custom installation. The account used to run and upgrade TMS must have db_owner permissions to the tmsng database, while a user that also has access to master.mdf is required for creating the tmsng database the first time.

Symptoms TMS does not load and/or you get a stack trace declaring that the SQL server is unavailable: SQL Server does not exist or access denied is displayed

How to fix • Make sure that the SQL server is running. This can be done by checking the SQL agent of the

server, or going into services and verify that the MSSQLSERVER service is running. • Run an osql script towards the database and see if it returns any data. This script will return the

number of systems in the TMS database: − Depending on the SQL configuration, run one of the commands below from the TMS server

itself. − osql -E -d tmsng -Q "select count(*) from objsystem" − osql -E -S .\SQLTMS -d tmsng -Q "select count(*) from objsystem"

• Verify that the information TMS uses to connect to the database is correct. This information was historically only stored in the registry, but is now also stored encrypted in the web.config file. It is therefore recommended to use the TMS Tools application, found under TANDBERG in the Start menu of the TMS server, to change and verify this information.



Disclaimers and notices The objective of this documentation is to provide the reader with assistance in using and configuring the product. The capabilities of TANDBERG products and other manufacturers' products change over time and so the required configuration may be different from that indicated here. If you have any suggestions for changes to this document, please feed them back to TANDBERG through your TANDBERG Authorized Service Representative. If you need technical support, please contact your TANDBERG Authorized Service Representative. The specifications for the product and the information in this Guide are subject to change at any time, without notice, by TANDBERG. Every effort has been made to supply complete and accurate information in this Guide; however, TANDBERG assumes no responsibility or liability for any errors or inaccuracies that may appear in this document. TANDBERG® is a registered trademark belonging to Tandberg ASA. Other trademarks used in this document are the property of their respective holders. This Guide may be reproduced in its entirety, including all copyright and intellectual property notices, in limited quantities in connection with the use of this product. Except for the limited exception set forth in the previous sentence, no part of this Guide may be reproduced, stored in a retrieval system, or transmitted, in any form, or by any means, electronically, mechanically, by photocopying, or otherwise, without the prior written permission of TANDBERG. www.tandberg.com © 2010 TANDBERG TANDBERG is now part of Cisco.

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D13741 TANDBERG Management Suite 12 6 Admin Guide

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